Help Scout is a customer communication platform that provides a shared inbox, knowledge base, and live chat for managing and responding to customer inquiries.
Help Scout is a customer communication platform designed to help teams manage email, live chat, and self-service support from a single, organized workspace. Its primary purpose is to streamline customer service operations so teams can respond quickly, consistently, and with full context. By combining a shared inbox, knowledge base, and messaging tools, Help Scout helps businesses deliver support that feels personal at scale.
Core features include a shared inbox with collision detection, assignments, and internal notes, allowing teams to collaborate on customer conversations without duplicating work. The platform provides workflows, tags, and automation rules to route, prioritize, and categorize incoming requests. Help Scout’s Docs feature enables creation of a searchable help center, complete with article organization, access controls, and performance reporting. Live chat and in-app messaging (via Beacon) let teams provide real-time assistance, surface relevant help articles, and collect customer information before a conversation begins.
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